Specialist Manager - GTLS - Support Operations & Technology Enablement - Hyderabad

Summary
Position Summary
Specialist Manager – GTLS – Support Operations & Technology Enablement
The team provides 24/7 technical support for priority digital applications used by clients and practitioners globally. The portfolio includes Intela and other Global Tax & Legal applications, with a focus on service quality, operational consistency, and continuous improvement.
Role Overview
The Manager leads 24/7 support operations and drives technology enablement across the support organization. The role partners with D-Tech and cross-functional teams deploy GenAI , Power BI, automation , and other digital solutions that improve service efficiency, team effectiveness, and measurable business value.
The role also oversees people, process governance , training, knowledge management, escalation support and operational readiness. It requires strong strategic thinking, and the ability to work effectively with internal teams, stakeholders, and leadership to strengthen the global support model.
Key Responsibilities
Operations Manager:
Lead 24/7 business and product support operations, including people management, service governance, stakeholder engagement, quality, compliance, and operational performance
Leading monthly quarterly business reviews with executive presentations
Translate business priorities and leadership direction into actionable team objectives, performance measures, and measurable outcomes.
Drive strategic initiatives that improve the support model, streamline operations, enhance scalability, and strengthen the client and team experience.
Identify opportunities to expand support capabilities, optimize resources, strengthen governance, and deliver measurable operational improvements.
Coach and develop team members, fostering a culture of inclusion, accountability, excellence, and continuous improvement.
Provide consultative guidance on client validation resources, lookup processes, scenario interpretation, Hub Analysis, bulk imports, integrations, and geographic onboarding activities.
Partner with escalation leads to monitor issue trends, track status, support resolution planning, and provide updates on critical issues, operational risks, and escalations, including QPCI calls.
Define, standardize, document, and continuously improve support processes, routing logic, intake processes, ownership models, SPOCs, support references, and escalation paths.
Oversee knowledge management content, playbook updates, self-service materials, and standard communications to ensure accuracy, relevance, accessibility, and alignment with current processes.
Partner with QRM and other control functions to address risk, quality, and process-related matters while ensuring teams have the training, documentation, tools, and governance needed for consistent execution
Technology enablement Manager:
(Power BI, Genesys, Proactify, SNOW-CSM systems and other automation tools)
Change Management and User Adoption
Lead change management initiatives for system updates and enhancements, including testing, communications, training, and post-implementation support.
Develop and deliver training materials, process documentation, and user guidance to enable support agents to use systems effectively.
Monitor adoption, address user concerns, and implement actions to improve engagement and sustained usage.
System Maintenance and Monitoring
Monitor system health, performance, and availability; troubleshoot issues and coordinate timely resolution.
Partner with development and technology teams to implement system enhancements, defect fixes, and optimization opportunities.
Oversee routine system checks, updates, and maintenance activities to minimize disruptions and maintain optimal performance.
User Support and Feedback Management
Serve as the primary point of contact for support team questions, system issues, and user feedback.
Gather, analyze, and prioritize user feedback to identify pain points, improvement opportunities, and potential innovations.
Coordinate with relevant technical and business teams to address recurring issues and improve the user experience.
Progress Reporting and Leadership Updates
Provide regular leadership updates on system performance, adoption, usage, business value, and improvement initiatives.
Prepare and present concise reports covering key metrics, user feedback, system enhancements, risks, and challenges.
Escalate critical issues, emerging risks, and decisions requiring leadership attention.
Power BI Dashboard Support and Adoption
Support the enhancement and adoption of Power BI dashboards to ensure they meet business needs and provide actionable insights.
Promote dashboard adoption within the support team and across stakeholder groups.
Recommend improvements to dashboard design, usability, functionality, and data visualization based on user needs and evolving business requirements.
Ensure dashboard enhancements align with stakeholder expectations and organizational priorities.
Assist with data validation and quality checks to confirm accuracy and consistency before publication.
Identify data discrepancies and coordinate with technical teams to investigate and resolve issues.
Gather business-user feedback and translate it into actionable recommendations for dashboard enhancements.
Partner with Power BI developers and business stakeholders to prioritize enhancements, resolve issues, and manage delivery.
Ensure dashboards meet organizational standards for accuracy, clarity, usability, and compliance before publication.
Overall is responsible for ROI and benefits for all tools which have been deployed to support.
Location: Hyderabad
Shift Timings: 2PM to 11PM
Qualifications
Any Graduate with 10 to 13 years of industry experience in IT support, application support operations, escalation management, or service delivery management, including at least 2 to 3 years in a Support Deputy Manager / Manager role. Knowledge across all 17 applications, including Intela application knowledge is vital. (Name of Applications: Bridge your GAAP, DTi 5x, Pillar Two Agent, Indirect Tax Compliance, Dti for GES, CDX, Contract Express, TP Digital Dox, Payroll Advantage, Business Digital Hub, TP Search Smart, IWRF, Tax CMS, Pursuit Manager, KMtime, tax@hand, iTV and Intela)
Experience supporting large multinational clients across APAC, EMEA, and US regions in a globally distributed operating model.
Proven ability to manage email, voice, and chat-based support channels in a structured service delivery environment.
Hands-on experience with ServiceNow, including ServiceNow Now Assist, is mandatory.
Strong understanding of IT operations, incident management, request fulfillment, change management, ITIL V3/V4 practices, service governance, and operational controls.
Demonstrated ability to partner across functions, influence stakeholders, manage dependencies, and drive alignment in a complex operational environment.
Experience maintaining process documentation, knowledge articles, playbooks, and operational communications to ensure accuracy, consistency, and usability.
Strong analytical, problem-solving, PowerPoint presentation, excel and communication skills, with the ability to translate trends, risks, and insights into practical improvements.
Proven ability to set direction, lead multiple initiatives in parallel, maintain delivery momentum, and deliver measurable outcomes.
Experience with Genesys, GenAI-enabled chatbots, agentic AI, RPA, and automation technologies that improve process efficiency and business value.
Skills And Attributes
Manages 24/7 IT and application support operations across incident, request, change, escalation, and service delivery processes.
Identifies and implements ServiceNow, Now Assist, Genesys, GenAI, RPA, and automation solutions that improve support effectiveness and measurable ROI.
Leads multiple technology and operational initiatives while managing scope, dependencies, timelines, adoption, and outcomes.
Defines, documents, governs, and continuously improves processes, controls, quality standards, and escalation pathways.
Uses operational data to identify trends, root causes, risks, and improvement opportunities.
Builds trusted relationships, influences decisions, manages expectations, and maintains confidence across technical, business, risk, quality, and client teams.
Communicates complex operational matters clearly and effectively to varied audiences, including leadership and clients.
Develops and maintains accurate, accessible knowledge articles, playbooks, process documentation, and self-service materials.
Creates an inclusive and collaborative environment, coaches team members, strengthens leadership capability, and reinforces accountability.
Makes timely, well-informed decisions, follows through on commitments, and establishes clear ownership across the support model.
Coordinates effectively across APAC, EMEA, and US regions while supporting multinational clients across varied time zones and operating contexts.

Work arrangement
No